A Delicate Sales Technique

Talkative customers… how do we handle them? You’ve got a talkative customer who talks about everything and anything that they’re going through except self storage. The typical talkative customer goes on and on with something like: I’ve got to take my son to baseball practice, and my daughter to ballet class. I’ve still got to get everything packed; I’m nowhere near getting everything done, not to mention that I still have to meet with the divorce lawyer today at 3pm. Etc.

Granted, yes they are going through some things. That is why they are attempting to make use of the self storage business. And you certainly don’t want to ignore the fact that they’re having a bad time, however you haven’t time to listen to everything they want to vent about. You need a strong and positive sales technique to overcome this situation in a delicate and caring way. You have customers standing in line and phone calls that you still need to return and you don’t want to offend your caller by seeming insincere.

You can politely interrupt them with… “Oh my goodness, you’re certainly going through a heck of a time aren’t you? I’ll tell you what, let me go ahead and get this unit taken care of for you so you have one less thing to worry about.” All of a sudden you hear a sigh of relief as if you’ve taken at least one load off of their back. You can hear the pressure release off of them. Maybe you’ll even get a “thank you so much!!!” By the end of the call, you’re their hero.  They never knew it would be so easy.  Now, they don’t want to call anywhere else because you have reminded them that they do need to get so much more taken care of. They close the phone book, looking forward to meeting you.

Written by: Robin Turner, PhoneSmart call center manager

Comments from Sarah: PhoneSmart has learned and created some realistic sales techniques in our years of call center service. You can take advantage of our knowledge in the sales and customer service industry by reading this business blog, or, if you wish to take a more active role, allow us to be your sales force. The best way to know where to start is to benchmark where you’re starting from. PhoneSmart secret shopping business is just one aspect of our Total Quality Assurance Services. Our mystery shopping professionals can help raise the bar and watch you achieve your goals.

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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